Travel Employee can only make requests and view requests (limited access)

I am a Non- IATA Travel Agent, can I still use the Group Optimizer tool?

Yes, you can, please create your login under the Non-IATA option under our home page when registering.

I do not belong to a Travel Agency can I still use this tool?

Yes, you can, please select retail customer or others option on the home page when registering.

I have not registered on Group Optimizer, can I still use the tool or make a request any other way?

Everyone making a booking on kulula.com will be using the tool and needs to register on the home page under the applicable login type to be able to get a quote and make bookings.

Why am I not seeing emails?

They could be going to your junk mail or spam folder.

I’m getting too many emails can I stop them?

Yes, you can, by selecting edit (your profile or if you are the Travel Manager, you select the user or users you want to update, and untick the email boxes of those not required. Please note that some emails remain automated and will still come to you.

Who can I contact if I have other enquiries which are not addressed in the FAQ?

What do all the icons and status’s mean when I look at my booking requests?

Status (travel agent view)

New Request

Fare Quoted

Payment Pending

Fund Verification

Payment Completed

Guest Submitted

Ticket Issued

Advance Paid

Request Closed

Time Line Extension

Offer Declined

Request Rejected

Explanation

New request submitted to airline. Airline has not yet responded with a quote.

The airline has responded with a quote, and requires the agent to either accept or decline

Payment is required. This status automatically appears once the quote has been accepted. Payment time limit is advised in the request/quote. This could be for the deposit or full payment, depending on the individual requests.

Payment has been made via EFT, and the request is now awaiting airline response to verify and acknowledge the funds.

All payment has been made and acknowledged. The request has been paid in full.

Agent has submitted passenger names.

Agent has issued tickets for all passengers.

This status is displayed with some funds have been paid i.e. deposit, and then a split upsize/has taken place, and there is an associated request

This status is displayed, when the agent has missed a time limit. Either deposit payment, full payment or names. The booking is cancelled in the airline system and the request is updated on GO as closed. Nothing more can be done with this request, and a new request needs to be submitted and the process needs to start again.

This status will display when the agent has requested a time limit extension.

This will be sent to the airline for approval, and if airline approves, the status will change to what action is then required (payment/names)

This status will display when the travel agent has declined a quote from the airline.

This status will display when the airline has rejected a request made by a travel agent. This will not result in a quote.

Email trigger

The agent will receive an email acknowledging the request to the airline.

The agent will receive an email advising that the airline has responded with a quote. Once accepted, the agent will receive an email acknowledging the acceptance.

No email is sent out for this status.

The agent will receive an email, once the airline has acknowledged/verified the funds. (If the payment was a deposit, the status will change back to payment pending status, due to the balance required on the due date.)

No email is sent out for this status.

The agent will receive an email acknowledging the submission of passenger names.

The agent will receive an email once tickets have been issued, with breakdown of passengers and cost.

No email is sent for this status

No email is sent for this status

The agent will receive an email once the airline has taken action on the time limit extension request.

The agent will receive an email acknowledging the agents decline.

The agent will receive an email indicating the airline has rejected the request.

Status (travel agent view): New Request

Explanation:New request submitted to airline. Airline has not yet responded with a quote.

Email trigger: The agent will receive an email acknowledging the request to the airline.

Status (travel agent view): Fare Quoted

Explanation: The airline has responded with a quote, and requires the agent to either accept or decline

Email trigger: The agent will receive an email advising that the airline has responded with a quote. Once accepted, the agent will receive an email acknowledging the acceptance.

Status (travel agent view): Payment Pending

Explanation:Payment is required. This status automatically appears once the quote has been accepted. Payment time limit is advised in the request/quote. This could be for the deposit or full payment, depending on the individual requests.

Email trigger: No email is sent out for this status.

Status (travel agent view): Fund Verification

Explanation:Payment has been made via EFT, and the request is now awaiting airline response to verify and acknowledge the funds.

Email trigger: The agent will receive an email, once the airline has acknowledged/verified the funds. (If the payment was a deposit, the status will change back to payment pending status, due to the balance required on the due date.)

Status (travel agent view): Payment Completed

Explanation:All payment has been made and acknowledged. The request has been paid in full.

Email trigger: No email is sent out for this status.

Status (travel agent view): Guest Submitted

Explanation:Agent has submitted passenger names.

Email trigger: The agent will receive an email acknowledging the submission of passenger names.

Status (travel agent view): Ticket Issued

Explanation:Agent has issued tickets for all passengers.

Email trigger: The agent will receive an email once tickets have been issued, with breakdown of passengers and cost.

Status (travel agent view): Advance Paid

Explanation:This status is displayed with some funds have been paid i.e. deposit, and then a split upsize/has taken place, and there is an associated request

Email trigger: No email is sent for this status

Status (travel agent view): Request Closed

Explanation:This status is displayed, when the agent has missed a time limit. Either deposit payment, full payment or names. The booking is cancelled in the airline system and the request is updated on GO as closed. Nothing more can be done with this request, and a new request needs to be submitted and the process needs to start again.

Email trigger: No email is sent for this status

Status (travel agent view): Time Line Extension

Explanation:This status will display when the agent has requested a time limit extension.

This will be sent to the airline for approval, and if airline approves, the status will change to what action is then required (payment/names)

Email trigger: The agent will receive an email once the airline has taken action on the time limit extension request.

Status (travel agent view): Offer Declined

Explanation:This status will display when the travel agent has declined a quote from the airline.

Email trigger: The agent will receive an email acknowledging the agents decline.

Status (travel agent view): Request Rejected

Explanation:This status will display when the airline has rejected a request made by a travel agent. This will not result in a quote.

Email trigger: The agent will receive an email indicating the airline has rejected the request.

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